Line of Service
Internal Firm ServicesIndustry/Sector
Not ApplicableSpecialism
IFS - Internal Firm Services - OtherManagement Level
Senior ManagerJob Description & Summary
At PwC our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations reduce costs and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management technology and process optimization to deliver high-quality services to clients.Company Overview
PwC Overview:
At PwC we measure success by our ability to create the value that our clients and our people are looking for. Our reputation lies in building lasting relationships with our clients and a focus on delivering value in all we do. Were a network of firms in 152 countries with more than people who are committed to delivering world-class capabilities and quality in assurance tax and advisory services
PwC Middle East Overview:
Established in the region for over 40 years PwC Middle East employs over 10000 people across 12 countries: Bahrain Egypt Iraq Jordan Kuwait Lebanon Libya Oman Qatar Saudi Arabia Palestine and the United Arab Emirates. Complementing our depth of industry expertise and breadth of skills is our sound knowledge of local business environments across the Middle East region. Our tailored solutions help our clients meet the challenges and opportunities of doing business in the Middle East market and beyond
Corporate Culture & Working Environment:
Our culture is one of inclusivity and care where we respect each other and our differences. Its one that supports collaboration teamwork and innovation and one that embraces difference. We support everyone having a voice and feeling empowered to challenge the status quo bringing new ideas to the table
As PwC staff you will have the chance to collaborate across level line of services and global network. Not only in terms of work get involved too in firm-wide events
Line of Service and Overview:
Managed Services is the delivery and execution business within PwC providing operational solutions for clients. It brings the best of PwCs advisory capabilities our technology expertise and our operational delivery to help clients solve complex problems
Job Details
Job Summary:
What does this role aim to achieve in the firm/what impact does the role create
Leads the pre-sales and solution development for IT Service Management (ITSM) managed services. Responsible for crafting scalable SLA-driven solutions leveraging industry-standard tools (e.g. ServiceNow BMC MicroFocus) and frameworks (ITIL COBIT) to transform client IT operations.
Roles and Responsibilities:
Daily tasks and delivery expectation
Lead client engagements focused on transforming and managing ITSM operations.
Analyze client service delivery challenges and develop value-driven managed service proposals.
Design ITSM operating models covering Incident Problem Change CMDB Request Knowledge and Service Catalog.
Define service levels (SLAs XLAs) governance models KPIs and reporting structures.
Integrate ITSM with AIOps automation and observability platforms to reduce MTTR and improve service quality.
Participate in pricing strategy and cost modeling aligning effort with service scope and tooling.
Collaborate with platform SMEs and operations teams to validate service delivery capabilities.
Position ITSM as a key enabler for IT modernization cloud Application security and digital workplace initiatives.
Respond to RFPs/RFIs and prepare high-quality documentation SOWs and solution blueprints.
Ensure compliance with regulatory security and audit requirements.
Expected Skills:
Specific learned abilities or technical skills
Hands-on knowledge of leading ITSM platforms.
Familiarity with SRE XLAs and automation in service operations.
Experience engaging with enterprise clients across middle east.
ITIL Expert or Managing Professional certification is required.
Expected Competencies:
Values behaviors & attitude
Strong communication skills and ability to build trusted relationships
Strong technology services domain knowledge to lead conversations and create thought leaderships
Executive level presence and influence
Good negotiation skills
Business and commercial acumen
Able to demonstrate agility between complex deals and simplification of messages
Required Language Skills:
Proficient in written and spoken English. Arabic is a plus
Minimum Education and Specific Qualification:
Bachelors in Information Technology Computer Science or related field.
Years of
Experience:
10 Years of experience in ITSM pre-sales or solution design roles.
Education (if blank degree and/or field of study not specified)
Degrees/Field of Study required: Degrees/Field of Study preferred:Certifications (if blank certifications not specified)
Required Skills
Optional Skills
Accepting Feedback Accepting Feedback Active Listening Analytical Thinking Business Process Outsourcing Claims Performance Management Coaching and Feedback Communication Complaint Management Compliance Auditing Compliance Review Contract Review Corrective Actions Creativity Customer Data Management (CDM) Customer Due Diligence Customer Handling Data Entry Data Quality Data Quality Assessment Delivery Excellence Embracing Change Emotional Regulation Empathy Inclusion 28 moreDesired Languages (If blank desired languages not specified)
Travel Requirements
Up to 20%Available for Work Visa Sponsorship
YesGovernment Clearance Required
YesJob Posting End Date
Required Experience:
Unclear Seniority
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